We have created the Factors of Growth & Impact to help Villagers better measure impact and articulate coaching, feedback, and the rich and rewarding learning that happens while exploring, developing, and mastering the capabilities and contributions within and outside of the Member of Client Experience role:
Technical Skills:
- Work to improve the data integrity and functionality, with the goal of having all records properly synced through all systems.
- Become an expert in all our product and service offerings, intimately understanding product features, trading operations, and supported cryptocurrency.
- Apply extensive experience in sales support and client experience support with a strong focus on delivering exceptional service.
Complexity and Impact of Work:
- Apply organizational and time management skills to manage multiple tasks, prioritize workload, and meet deadlines in a fast-paced environment.
- Use your keen ability to adapt and learn quickly as business strategies evolve and new products are introduced.
- Effectively triage and prioritize tasks – seeing each through to successful resolution.
- Maintain comprehensive documentation for tracking tasks and processes, ensuring things are well documented.
Organizational Knowledge:
- Participate in evening and weekend on-call rotations.
- Serve as the internal advocate for our clients to our product, engineering, compliance, and trading teams.
- Ensure the accuracy and integrity of data for all accounts, adhering to timely updates and maintenance.
Communication and Influence:
- Provide exceptional service to both internal and external clients, ensuring their needs are met with the highest level of attention and care.
- Assist sales and client experience team with daily tasks and administrative duties.
You may be a fit for this role if you have:
- Proficiency with CRM systems (e.g., Salesforce) to efficiently manage and track activities and client information and keep information accurate and up to date.
- Beginner’s working knowledge of cryptocurrencies or a strong curiosity to learn.
- Understanding of client lifecycles within financial services industry.
- Collaborative & proactive in effecting change.
Although not a requirement, bonus points if you have:
- You were emotionally moved by the soundtrack to Hamilton, which chronicles the founding of a new financial system. 🙂
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